Head - Contact centre operations
BengaluruFull Time
CONTACT CENTER OPERATIONS
HEALTHCARE
Job description
Lead and oversee multiple US healthcare voice programs
(inbound, outbound, blended) across sites or geographies.
Good at Call Center Operations / Contact Center Operations - Ensure consistent achievement of SLAs, KPIs, and quality
standards across all processes.
Drive operational excellence through process optimization,
automation, and best practices.
Manage workforce planning, staffing, and scheduling to
ensure capacity meets demand.
Serve as the primary escalation point for client
relationships on operational matters.
Partner with client leadership to understand business
objectives and identify growth opportunities.
Lead Quarterly Business Reviews and present
operational performance, improvements, and innovations.
Ensure strict adherence to HIPAA, CMS, and other US
healthcare compliance requirements.
Collaborate with Quality & Compliance teams to implement
robust audit and governance mechanisms.
Drive continuous improvement in quality scores, First Call
Resolution (FCR), and Net Promoter Scores (NPS).
Lead, mentor, and develop senior managers and operations
managers.
Build a high-performance culture with a focus on coaching,
talent development, and retention.
Implement reward and recognition programs aligned with
performance outcomes.
Own the P&L for assigned healthcare operations.
Drive cost optimization while maintaining service quality.
Collaborate with business development teams for solutioning
and RFP/RFI responses for new healthcare voice opportunities.
Proven experience in managing large-scale voice operations.
Strong knowledge of US healthcare regulations,
payer/provider processes, and revenue cycle management.
Skills Required
Head - Contact centre operations
ITES/BPO/KPO
ITES/BPO/Customer Service
Graduation
Full Time, Permanent
Key Skills
- CONTACT CENTER OPERATIONS
- HEALTHCARE
Other Information
GO/JC/830/2025
Maheshwari Balasubramanian
